1912 results found

… Requests with media type Social are treated like chat and email (on ‘secondary’ … Initiation event Queue event (for the time the request waited in a queue) Conversation event (with 'speaktime' for … a social media request from Q1 and then transfers to agent2, this is actually a transfer back to the same queue (Q1) …

…  - The system enables you to prompt up to three different types of feedback for calibration participant feedback. However, If you only wish to prompt one or two types of feedback (rather than all three options), simply … will still be visible in reports). If all three feedback types remain Active (and the default options haven't been …

… that are populated for conversation events (event_type=’c’) for media type Phone (media_type_id=’1’), that might be interesting:   … empty) caller_on_hold_sec int Number of seconds the caller was on hold due to this agent clicking Put on hold and …

… However, if the attachments sent by your organisation is always less than 10mb and you wish to retain the old method of …

… or has expired.  For new users you must now select a user type ( Person is default). For user type Person we require … ID You can define Numeric IDs for your agents if they want/need to log on to the contact centre queue(s) via … for this new user. Check/uncheck the profiles you (dont) want to be available for this new user before clicking Save …

… In Archive, type "Email/Task" covers requests with media type Email. … request's Start, but if you only know when the email/task was answered by the agent, you should search based on … but not yet answered). The one below is created at 16.02.2022 at 11:07 (=Start time) and it has a value for From, …

… -> Salesforce and entering your login credentials. Step 2: Select the slider to choose if you want to 'Sync Customer' records when enabling the Salesforce …

… changes and additional features included in the July 26th, 2022   release. The changes made in this release mainly … message via the email channel. … Release Notes - July 26th 2022 …

… to the access point, associated with the service Message type this dictates the types of message that can be fetched. Private message will … this is already a Private message channel, the Message type field is not modifiable. One can proceed to select a …

… asked to provide a name for the alert and select an event type. At present, there are six available options: Evaluation score : Alerts of this type will ask you to set an evaluation score number, and … be invalid and you won't be able to continue the process. (2) Agent Viewed Evaluation:  For an  agent viewed …

… v1.7 release, which is available on request from February 2021. If you want us to upgrade your Puzzel Raw data SQL db from today’s … v1.7:  General support for call_variables records for media type chat and email (scheduled tasks). For each Scheduled …

… information, listed in the following columns:  Survey Name Type Status Last Modified (DD/MM/YYYY) Modified by  Actions   Each of the columns is clickable, so you can sort the list by any of the above … of the following depending on the template from which it was built, for example: CSAT, NPS, CES, PMF or Custom. The …

… Release Notes Puzzel Workforce Management January 6th 2025 This article provides an overview of changes and … from the selected source weeks will be used as if there was no tag on that day/queue Default set of weeks selected …